About Anthropic

Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.

About the role

We are hiring our first Sydney-based Product Support Specialists, who will grow our global presence as a team and serve as champions of our unique support brand. You’ll be at the front lines of safely delivering AI to the world by responding to, investigating, and tracking user needs in your day-to-day. Additionally, you’ll help us identify and close gaps in our team’s technical knowledge, provide high-touch support to strategic customers, and demonstrate deep care for how we systematically support customers at scale.

Note: Specialists in Sydney will work 12pm to 8pm, Monday to Friday.

Responsibilities

Become an expert in all Anthropic products
Respond to user support cases with a variety of complexity, from simple billing or account questions for individuals to complex API debugging for large businesses
Clearly and empathetically communicate with a wide range of user personas, context-switching between guiding executives in a high-touch model and assisting consumer users at a rapid pace
Manage on-call tasks for high-urgency user issues with extreme ownership. This includes being on critical “pager duty” during APAC hours to ensure 24/7 support for critical queries
Prioritize critically and comfortably adapt to an ever-evolving product landscape
Operate in ambiguity, making informed decisions even in never-before-seen situations
Partner with engineers, teammates, and other internal stakeholders to diagnose and resolve user issues, both individually and at scale
Suggest and drive improvements to increase user satisfaction through support processes, as well as own initiatives that increase efficiency and drive down contact rates
Uplevel our team’s technical knowledge by scoping gaps, working with cross-functional partners to deeply understand relevant nuances, and building resources that grow with our products

You may be a good fit if you

Have experience in providing technical product support within a second-tier, escalated, or priority support team
Are familiar with APIs and technical SaaS products and can deeply understand technical docs with ease
Have demonstrated an ability to thrive in fast-paced, reactive situations while meeting core support metrics targets (e.g., CSAT, SLA, etc.)
Possess strong user empathy and are expert in the lifecycle of a support case; you can read between the lines of a user’s question, put yourself in their shoes, and get at the heart of their needs for a speedy, satisfying resolution
Have crisp but kind written communication skills and a deep care for the details
Enjoy helping others learn about new features and complex concepts
Are persistent and curious; you delight in the hunt of tracking down a bug or issue, and are energized by fixing this for all similar users going forward
Have experience contributing to the foundations of a support team. This is essential, highly valuable, but often unglamorous work, and it is particularly key for this role due to it being among the first Support hires in APAC/ANZ
Are proficient at working in a technical environment and are interested in Anthropic’s products
Possess a deep sense of ownership, and are excited to help us build our team!

Logistics

Minimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience

Required field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience

Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position

Location-based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices.